Sr. Electronic Payments Specialist (Lawrence, MA) Sign-On- Bonus

BrightBridge Credit Union•Lawrence, MA

13h•Hybrid

About The Position

Join Our Team as an Senior Electronic Payment Specialist. Location: Lawrence or Waltham, MA | Full-Time. Do you have a strong attention to detail and a passion for investigating and resolving complex issues? Looking to grow your career in electronic payments with a team that values accuracy, compliance, and exceptional service? At BrightBridge Credit Union, we’re seeking a knowledgeable and motivated individual to support our disputes and payments operations at our Lawrence or Waltham Corporate Office. In this role, you’ll manage the end-to-end processing, investigation, and resolution of consumer disputes related to debit card and ACH transactions, ensuring compliance with Regulation E. You’ll leverage tools like the FINBOA portal to efficiently manage claims while meeting strict regulatory timelines and delivering a high level of service to our members. If you’re analytical, detail-oriented, and thrive in a fast-paced environment, we’d love to hear from you!

Requirements

3–5+ years of experience in electronic payments, disputes, or fraud operations
Strong knowledge of: Regulation E (EFTA), ACH processing and NACHA rules, Debit card dispute and chargeback processes
Experience using FINBOA or similar dispute management systems
High attention to detail and strong analytical skills
Ability to manage high volumes and meet strict deadlines
Strong written and verbal communication skills

Nice To Haves

Experience in a banking or credit union environment
Familiarity with card networks (Visa, Mastercard) rules
Prior experience handling escalations or complex investigations
Knowledge of fraud detection tools and systems

Responsibilities

Investigate and resolve debit card and ACH disputes in accordance with Regulation E requirements
Determine claim validity, including unauthorized transactions, fraud, and error resolution
Ensure adherence to required timelines (e.g., provisional credit, final resolution deadlines)
Utilize the FINBOA platform to intake, document, track, and resolve claims
Maintain accurate case notes, documentation, and audit trails within the system
Monitor workflow queues to ensure timely processing
Process fraud and non-fraud claims (e.g., unauthorized use, merchant disputes)
Work with card networks (Visa/Mastercard) for chargebacks when applicable
Review transaction data and supporting documentation
Handle unauthorized ACH claims, stop payments, and revocations
Ensure compliance with NACHA rules and timelines
Process Written Statements of Unauthorized Debit (WSUD)
Communicate with customers regarding claim status, documentation needs, and outcomes
Provide clear explanations of decisions and regulatory rights
Ensure all actions comply with Regulation E, NACHA rules, and internal policies
Identify potential fraud patterns and escalate as needed
Support audits and regulatory reviews
Serve as a subject matter expert (SME) for junior staff
Assist in training new hires on Reg E, ACH, and card dispute processes
Provide guidance on complex or escalated claims
Track claim metrics (volume, turnaround time, losses)
Identify process improvements and efficiency opportunities
Assist with updating procedures and job aids
Champions the credit union’s brand and culture with enthusiasm, spirit and energy.
Cross trains and performs additional Operational Support duties as needed.